Brochure Continual Service Improvement

Transcription

1 Brochure Continual Service Improvement

2 About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students during their spare time while studying for their degree. We have come a long way since then, and now you can find us in lots of different locations throughout the world. For our global clients that means consistent services wherever they re located, whether that s Sao Paulo, Shanghai or Stevenage. A defining moment in the story of Pink Elephant was our establishment of the UK operating company in 1991 to support our involvement and contribution to the development of UK Government s initiative: the IT Infrastructure Library. Not only did we contribute to the writing of the books, we developed and delivered the very first ITIL training courses, we were also first to develop services around the library notably the application of CMM for the assessment of processes, and the use of the Kotter model for Service Management change programmes. What do we do If we were to describe what Pink Elephant does in less than 100 words it would be: Pink Elephant are an independent continual service improvement and business transformation partner that delivers professional solutions that enable organisations to: better align their services to the business improve the effectiveness of their services reduce the total costs of ownership of their services reduce inherent risk of downtime increase the positive perception of IT by your customers In short, We want to work with you to make your organisation a better place. We have come a long way since those early ITIL days. Now the scope of our solutions cover the whole Service Lifecycle, from developing strategy and new organisation structures, Service Design, Service Transition and Service Operation through to Continual Service Improvement. And as well as ITIL we utilise, where appropriate, a number of frameworks and governance models: CobIT, Obashi, Lean IT, SFIA, Green IT, 6 Sigma and ISO standards.

3 Our Services include: Managed Services Service Desk and IT Support Services the window through which your customers build their perception of IT Services Consulting Services to help you transform your IT Services Education Services to help you build internal capability Resource as a Service providing the people you require to deliver and support your IT Servicese Pink Elephant is an international organisation with offices in United Kingdom, Netherlands, South Africa, America and Canada. Pink Elephant sites worldwide

4 Continual Service Improvement General information Service Management ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice. This comprehensive official ITIL lifecycle certification course is based on ITIL s Continual Service Improvement publication and focuses on the continual service improvement process and its key principles, methods and techniques. The Course What You Will Learn How to use the Continual Service Improvement Approach Key activities of the Seven-Step Improvement Process How to identify critical success factors, risks and challenges Measuring and reporting frameworks such as Balanced Scorecard and SWOT analysis Importance of Knowledge Management and Service Level Management in continual service improvement Creating Return on Investment Key measurements and service reporting Roles and responsibilities to support the improvement process Technology and implementation considerations for Continual Service Improvement Target group CIOs CTOs managers supervisory staff team leaders designers architects planners IT consultants IT audit managers IT security managers

5 Any IT professional involved in continual service improvement Knowledge Objective True or False: What gets measured gets improved. The answer is false. What gets measured gets understood. Improvement only comes about as a result of deliberate planning combined with action to close the gaps. Learn how to apply the key lessons and structures of the service improvement process within your organization Effectively use Management Information to support proactive decision-making Utilize analysis to identify improvement opportunities without implementing a full CSI practice Map key component measures and process activities to Key Performance Indicators to high level goals to determine how value is delivered as part of a Balanced Scorecard Utilize service reporting to support strategic, tactical and operational decision making Utilize key CSI principles to develop an economical improvement program Understand the key role of technology in any improvement program Master the key CSI Methods and Techniques to improve any IT operation Balance the Critical Success Factors with known risks for improvement Certification ITIL Intermediate Certificate in Continual Service Improvement> Duration 3 days. Course days till

6 Continual Service Improvement Planning Generic course information Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS). Your instructor is a highly experienced ITIL-certified member of Pink Elephant s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant s internal Certified Trainer Program. You can expect to learn from an individual with the industry s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant s vendor neutrality as well as many years of experience implementing ITIL processes in a variety of organizations worldwide. Exam requirements Exam, Certifications & Awards This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Continual Service Improvement. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate (3 ITIL credits) Costs Registration fee:.,- Course fee: 949,- Study materials:.,- Exam fee: Included,- Packages All prices include course materials, complimentary publications (where appropriate), refreshments throughout the day, lunch and exam fee, but exclude VAT. ITIL is a registered trade mark of AXELOS Limited.

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8 Pink Elephant Leading the way in IT Management Best Practices Pink Elephant EMEA Ltd Offices in: Middleburg House 9 Castle Street Reading Berkshire, United Kingdom For further information please contact: Pink Elephant United Kingdom Phone: + 44 (0) info.europe@pinkelephant.com Chicago Amsterdam Johannesburg Kuala Lumpur Mexico City Minneapolis Philadelphia Reading, UK San Francisco Sydney Toronto